[go: up one dir, main page]

WO2000010316A1 - Systeme et procede de composition vocale utilisant une structure d'annuaire a deux niveaux - Google Patents

Systeme et procede de composition vocale utilisant une structure d'annuaire a deux niveaux Download PDF

Info

Publication number
WO2000010316A1
WO2000010316A1 PCT/US1999/018508 US9918508W WO0010316A1 WO 2000010316 A1 WO2000010316 A1 WO 2000010316A1 US 9918508 W US9918508 W US 9918508W WO 0010316 A1 WO0010316 A1 WO 0010316A1
Authority
WO
WIPO (PCT)
Prior art keywords
caller
operator
call
routing information
remote
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Ceased
Application number
PCT/US1999/018508
Other languages
English (en)
Inventor
Michael J. Polcyn
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Intervoice LP
Original Assignee
Intervoice LP
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Intervoice LP filed Critical Intervoice LP
Priority to AU54855/99A priority Critical patent/AU5485599A/en
Publication of WO2000010316A1 publication Critical patent/WO2000010316A1/fr
Anticipated expiration legal-status Critical
Ceased legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H04M3/4931—Directory assistance systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42204—Arrangements at the exchange for service or number selection by voice
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/40—Electronic components, circuits, software, systems or apparatus used in telephone systems using speech recognition

Definitions

  • This invention relates to a system and method for providing call director functionality rprises in which there are many highly distributed field offices or locations.
  • a call director is an interactive voice response (IVR) system which allows a caller to self-direct their call to a particular extension or department without the intervention of a live operator.
  • the call director and IVR are typically attached to a private branch exchange (PBX).
  • PBX private branch exchange
  • a call is answered at the remote location by the PBX and it is then routed to the IVR.
  • IVR prompts the caller to select from a menu of choices to direct the call.
  • the caller can enter it to be immediately connected to the party. Otherwise, the caller must follow the menu choices or select a directory of employees in order to be properly connected.
  • Call director systems are typically used in a small business or single location situation.
  • One solution to this problem would be to provide a large vocabulary voice recognition- based call director.
  • This type of call director allows a caller to speak the department or the product name in which they are interested and, if the call director recognizes the caller's utterance, the call director connects the caller to the appropriate party based upon the spoken information.
  • the problem with this type of system is that voice recognition technology and the software required to run a large vocabulary voice recognition system is very expensive. As a result, if a voice recognition system is deployed at every one of the regional centers or remote offices, the system could become prohibitively expensive to operate and maintain.
  • a system and method in which all incoming calling connections are terminated at a call director at a remote location and that call director attempts to direct the terminated calls.
  • a remote call director is unable to identify a caller's requested destination, then the system utilizes a large vocabulary voice recognition system located at a central location to route the calls.
  • the call director module is placed at remote locations, such as at any retail store or remote regional office, and the centralized large vocabulary voice recognition based system replaces the functionality of a live operator at either the remote or the central location.
  • the connection between the various remote call directors and the central location could be either through standard telephone network lines or a data network, but the caller's connection to the system remains at the remote call director.
  • the system provides assistance by interacting, under control of the remote call director, with callers by using voice prompts which ask the caller to record the product or department name that they are interested in.
  • the response from the caller such as a product or department name, would be recorded and then passed asynchronously, either through a telephone or data network, to the central large vocabulary voice recognition system.
  • the central voice recognition system operates to match the caller's recorded request with a known department, individual or product. Once the caller's request is identified, then the result is directed back to the remote call director to facilitate completion of the call.
  • Another feature of the invention provides back up operators that could listen to the utterance if the central recognition system is unable to identify and match the caller's utterance.
  • An advantage of the present invention is that it eliminates problems associated with directing calls among a remote location call director, a central voice recognition system, a live operator and an ultimate destination.
  • the incoming call is terminated at the remote location's IVR system or call director and no further switching of the caller's telephone connection is required.
  • FIGURE 1 is a block diagram of a call director system employing the present invention
  • FIGURE 2 is a flow chart that illustrates the steps that are followed in the present invention to identify caller requests.
  • FIGURE 3 is a detailed block diagram of the central location voice recognition system of the present invention.
  • FIGURE 1 shows an overview of system 10 having large vocabulary voice recognition system 30 connected to one or more remote locations 12-1 to 12-N.
  • Each remote location, 12-1 to 12-N is preferably of substantially similar construction and operation, but they could comprise different designs. Accordingly, the preferred embodiment will be described with respect to remote location 12-N, with the understanding that the function of each remote location is of a similar nature.
  • Remote location 12-N is typically comprised of PBX 101-N, call director 102-N and recorder 103-N.
  • a caller who desires information about a particular product or service uses telephone 16-N to call their local retailer at remote location 12-N.
  • Telephone 16-N is connected to remote location 12-N through switched public telephone network (SPTN) 13.
  • SPTN public telephone network
  • the inbound call typically terminates in PBX 101-N at remote location 12-N.
  • PBX 101-N routes the call to call director 102-N which attempts to connect the caller with the proper extension or party.
  • call director 102-N operates like prior art call directors in that it answers the call, conducts a dialogue with the caller, and presents the caller with a set of choices for self-directing the call.
  • the call can be completed to a desired person or database or to various information providing applications, depending only on the calling party's desired results.
  • Caller 102-N may be presented with options such as entering an extension or routing number to complete the call.
  • Call director 102-N may also be capable of completing the call by recognizing a small set of voice recognition utterances under control of systems (not shown) located within call director 102-N or within location 12-N. These utterances would be recorded in recorder 103-N.
  • system 10 would move into a second level of functionality in which call director 102-N (assuming that it has not already done so) conducts a dialogue with the caller and asks the caller to speak the name of a product or a service that the caller would like more information about. The caller could also speak the name of a department or individual to whom they would like to be connected. At that point call director 102-N would record the caller's response or utterance (assuming such utterances had not already been recorded) in recorder 103-N. The recorded information would then be packetized or digitized so that it could be transferred over a data connection.
  • the digitized utterance is then transmitted to central voice recognition system 30 either via a telephone connection, such as over telephone lines 201a,b-N through SPTN 13, or via data connection 202-N through a medium such as the internet or some other data connection.
  • Connection 202-N can be any data interface that allows the recorded voice data to pass between remote location 12-N and voice recognition system 30.
  • voice recognition system 30 applies large vocabulary voice recognition algorithms to the packet of recorded voice information to determine what the caller requested. In the ideal situation, system 30 would recognize a specific product, department or individual from the caller's utterance.
  • voice recognition system 30 If voice recognition system 30 is able to understand the caller's request with a high level of confidence, then it would correlate that request to some other information, such as a telephone extension or a pre-recorded message. That information is then provided by system 30 to remote call director 102-N. At that point, call director 102-N would complete the call either by transferring the call or by playing the pre-recorded message. In the event that large vocabulary voice recognition system 30 fails to recognize the caller's utterance, or if system 30 is overloaded, then the recorded utterance could be provided to a live operator over telephone connection 14. Upon connecting to the operator, voice recognition system 30 would play the caller's recorded utterance. If the operator recognized and understood the caller's utterance, then the operator could enter the information into system 30 via terminal 15. Voice recognition system 30 would then be able to return a response to call director 102-N with instructions on how the call should be handled.
  • FIG. 2 is a flowchart representing the steps followed by system 10 to route incoming calls. System 10 attempts to connect incoming callers with the requested information, department or individual at the earliest possible step.
  • step 20 an incoming call is received at the remote location.
  • Remote call director 102-N attempts to direct the call in step 21.
  • remote call director 102-N may use an interactive voice response system with a limited vocabulary or it may use a menu-based system. If remote call director 102-N recognizes the caller's request in step 21, then the caller is connected directly to the requested information or department in step 25. If remote call director 102-N cannot recognize the caller's request in step 21, then the caller's recorded utterance is provided to voice recognition system 30 for routing in step 22.
  • centrally located voice recognition system 30 can match the recorded utterance to its large vocabulary in step 22, then the caller is connected in step 25 to the called party or service. However, if the utterance is not recognized by system 30, then in step 23 the recorded utterance is provided to a live operator for routing. Initially in step 23, the recorded utterance is played for the operator over connection 14 and, if the request is recognized, then the operator provides information to voice recognition system 30 so that the call can be connected in step 25. On the other hand, if the live operator does not recognize the recorded utterance, then the operator can cause call director 102-N to request the caller to speak again, or the operator can initiate a direct, interactive connection with the caller as shown in step 24, or the operator can take any number of other actions.
  • the present invention provides three levels of automation.
  • the first level (step 21) comprises the interactive menus that are provided to callers by remote call director 102-N at each remote location 12-N. If the first level menus fail, then the second level of automation is provided by large vocabulary voice recognition system 30 (step 22). System 30 operates in an automated mode in which it replies to queries in the form of recorded utterances from remote call director 102-N.
  • the third level of automation occurs when a caller's request is provided as an asynchronous pre-recorded utterance to a live operator (step 23). Once the operator identifies the utterance, he can then provide information to system 30 through terminal 15. This information can be used by large vocabulary voice recognition system 30 to more accurately identify the caller's request and to instruct call director 102-N at the remote location how to route the call.
  • a fourth possible treatment of an incoming call allows the live operator to either control the actions of remote call director 102-N or have the call director route the live telephone call to that operator's position.
  • the operator will directly interact with the caller to determine how the call should be directed (step 24). It will be understood that in the automated mode, before a live interaction is initiated, the operator does not have to communicate directly with the caller. Instead, the recorded utterance is provided to the operator over connection 14 without any indication to the caller that an operator is assisting in placing the call.
  • FIGURE 3 a detailed diagram of large vocabulary voice recognition system 30 is shown.
  • system 30 is comprised of agent management section 33, telephony switching section 31 and data interface section 34.
  • Lines 201a-N and 201b-N correspond to the similarly labeled lines in Figure 1 and represent telephone lines that connect system 30 to remote location N through SPTN 13.
  • Lines 201a,b-N are optional and they are not required in all implementations or at each remote location. However, in the preferred embodiment, system 10 would have both telephone lines 201a,b-N and data links 202-N. Telephone lines 201a,b-N may be dedicated telephone lines or they may represent a dial-up connection that is made only when remote call director 102-N is unable to identify the caller's request.
  • Data line 202-N can be any data link, such as internet, intranet, private data network or dial-up telephone lines via modem.
  • Line 202-N is a data connection and it does not have to carry real time duplex conversation.
  • data links 202-N of Figure 3 correspond to the similarly labeled lines shown in Figure 1.
  • Telephony/switching circuitry 31 provides two functions. The first function is to drive operator's telephone set 14. Circuit 31 provides the functionality to play the received asynchronous message from remote system 12-N. The second function of telephony/switching circuit 31 is to provide the connection between telephone lines 201a,b-N and agent telephone set 14.
  • Circuit 31 could also record responses from an agent or operator and direct those asynchronously via agent operator management application 33 through data interface 34 and back to the original caller.
  • Agent operator management application 33 is an application that controls and provides an interface to the agent's terminal 15. This allows the operators to interact with system 30 by entering the department name or the extension that the caller is to be connected to. This information is returned via data interface 202-N to remote call director 102-N.
  • the agent can also have the option of sending commands via data interface 34 and data connection 202-N to remote call director 102-N to control various remote call director 102-N functions, such as prompting the user for additional information or invoking other applications in the remote location IVR.
  • agent terminal 15 or agent telephone 14 can input data through agent terminal 15 or agent telephone 14. This data would be then be analyzed by voice recognition system 30 as opposed to the caller's originally recorded utterance. The agent could also listen to the caller's utterance and then speak the proper words or use proper pronunciation over telephone 14. This would allow the operator to enunciate the words very clearly so that the voice recognition system would have a clearer, more accurate utterance to use in its search and to match to its vocabulary.
  • Large vocabulary voice recognition application 32 uses state of the art technology that would provide some very large number of utterances, on the order of tens of thousands of utterances, that would include items such as department names, individual names, product names and generalized product areas. Each one of those utterances could be linked back to a specific directory number for a particular calling center.
  • call director 102-N at remote location 12-N answers an incoming call and interacts with the caller via an IVR system. If call director 102-N is unable to direct the call, then it records the caller's desired destination and passes the recorded information to voice recognition system 30 via asynchronous interface 202-N. Voice recognition application 32 attempts to match the data sent from location 12-N with its large vocabulary. If it is able to recognize the caller's requested department, individual or product with a high confidence level, then system 30 returns a message, via data interface 34 across data lines 202-N, to remote call director 102-N for completion of the call.
  • voice recognition application 32 If voice recognition application 32 does not have a high confidence level in its output or if it does not recognize the caller's utterance, then it can pass control of the call to a live agent. Initially, the operator interacts with system 10 by playing and listening to the message recorded by the caller. The agent can replay the message and exercise control over message playback, such as slowing it down or speeding it up. If the agent recognizes the message, the agent can enter certain codes at terminal 15 that are then transmitted via the data interface 24 through lines 202-N to call director 102-N to complete the call.
  • agent could take advantage of large vocabulary voice recognition system 30 and simply re-enunciate the caller's desired product or department. This would bypass any keystrokes or other data entries at the agent's terminal 15. Instead, the call can be dealt with quickly via agent's telephone 14.
  • the agent could recognize that the caller's input is a specialized vocabulary.
  • the recorded utterance could be a specialized or technical term or acronym or the caller may be using a foreign language.
  • the agent could direct application 32 to switch to a different vocabulary database to attempt to identify the request.
  • application 32 may have a number of databases, such as databases for selected foreign languages or a database of very specialized technical vocabulary.
  • the agent also could change the level of certainty that was required to provide a match within a selected database.
  • the match certainty level could be adjusted downward so that large vocabulary voice application 32 returns more potential matches.
  • the level could also be adjusted upward to reduce false matches.
  • system 10 could operate so that caller requests from certain locations 12-N are always matched against particular additional databases, such as a certain foreign language or technical database. For example, calls from locations near the Mexican boarder could be matched against both English and Spanish databases, while calls from locations near Canada could be matched against both English and French databases. Databases could also be created to reflect local and regional dialects, so that calls from a remote locations in certain regions are matched against both a standard English database and a database of words pronounced with using the regional dialect. Also, temporary databases could be used with system 10 to address situations in which there are temporary changes in the products or services available.

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)

Abstract

L'invention concerne un système et un procédé d'acheminement d'appels pour un réseau téléphonique comportant des lieux (12.1-12.N) éloignés. Les lieux éloignés reçoivent des appels entrants et essaient de les acheminer au moyen d'un pupitre (102.1-102.N) directeur de base. Si le lieu éloigné ne peut pas acheminer l'appel, des données, telles des données vocales enregistrées, sont alors fournies à un système (30) central. Le système central essaie ensuite de déterminer automatiquement comment acheminer l'appel au moyen des données provenant du lieu éloigné. Si le système central ne peut pas déterminer automatiquement les informations de routage, les données sont alors fournies à un opérateur (115) qui essaie de déterminer comment acheminer l'appel. Finalement, un appelant peut être connecté directement à l'opérateur si celui-ci ne peut pas déterminer les informations de routage à partir des données seules fournies.
PCT/US1999/018508 1998-08-14 1999-08-12 Systeme et procede de composition vocale utilisant une structure d'annuaire a deux niveaux Ceased WO2000010316A1 (fr)

Priority Applications (1)

Application Number Priority Date Filing Date Title
AU54855/99A AU5485599A (en) 1998-08-14 1999-08-12 System and method for voice dialing using a two-level directory structure

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US09/134,601 US6614885B2 (en) 1998-08-14 1998-08-14 System and method for operating a highly distributed interactive voice response system
US09/134,601 1998-08-14

Publications (1)

Publication Number Publication Date
WO2000010316A1 true WO2000010316A1 (fr) 2000-02-24

Family

ID=22464104

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US1999/018508 Ceased WO2000010316A1 (fr) 1998-08-14 1999-08-12 Systeme et procede de composition vocale utilisant une structure d'annuaire a deux niveaux

Country Status (3)

Country Link
US (2) US6614885B2 (fr)
AU (1) AU5485599A (fr)
WO (1) WO2000010316A1 (fr)

Cited By (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO2002032090A3 (fr) * 2000-10-11 2002-11-28 Siemens Ag Procede pour gerer et etablir des services dans un systeme de transmission
WO2003013116A1 (fr) * 2001-07-25 2003-02-13 Siemens Aktiengesellschaft Repartition du traitement de fonctions relatives aux canaux telephoniques dans un reseau de telecommunication, seules les fonctions les moins utilisees etant disponibles de maniere centralisee
WO2003088211A1 (fr) * 2002-04-05 2003-10-23 Intel Corporation Selection dynamique et adaptative de vocabulaire et de modeles acoustiques sur la base d'un contexte d'appel pour la reconnaissance de la parole

Families Citing this family (44)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US7068648B2 (en) * 1997-10-21 2006-06-27 Intel Corporation Apparatus and method for computer controlled call processing and information provision
US7725307B2 (en) 1999-11-12 2010-05-25 Phoenix Solutions, Inc. Query engine for processing voice based queries including semantic decoding
US9076448B2 (en) 1999-11-12 2015-07-07 Nuance Communications, Inc. Distributed real time speech recognition system
US7050977B1 (en) 1999-11-12 2006-05-23 Phoenix Solutions, Inc. Speech-enabled server for internet website and method
US7392185B2 (en) 1999-11-12 2008-06-24 Phoenix Solutions, Inc. Speech based learning/training system using semantic decoding
US7349843B1 (en) * 2000-01-18 2008-03-25 Rockwell Electronic Commercial Corp. Automatic call distributor with language based routing system and method
US7505921B1 (en) 2000-03-03 2009-03-17 Finali Corporation System and method for optimizing a product configuration
DE10032756A1 (de) * 2000-07-05 2002-03-28 Deutsche Telekom Ag Telekommunikationsnetz
US7092506B1 (en) * 2000-10-23 2006-08-15 Verizon Corporate Services Group Inc. Systems and methods for providing audio information to service agents
GB0030078D0 (en) * 2000-12-09 2001-01-24 Hewlett Packard Co Voice service system and method
DE10063376A1 (de) * 2000-12-19 2002-06-20 Philips Corp Intellectual Pty Hochdruckentladungslampe
US7698228B2 (en) 2001-04-27 2010-04-13 Accenture Llp Tracking purchases in a location-based services system
US7970648B2 (en) 2001-04-27 2011-06-28 Accenture Global Services Limited Advertising campaign and business listing management for a location-based services system
US6944447B2 (en) * 2001-04-27 2005-09-13 Accenture Llp Location-based services
US6848542B2 (en) 2001-04-27 2005-02-01 Accenture Llp Method for passive mining of usage information in a location-based services system
US7437295B2 (en) 2001-04-27 2008-10-14 Accenture Llp Natural language processing for a location-based services system
US20030023431A1 (en) * 2001-07-26 2003-01-30 Marc Neuberger Method and system for augmenting grammars in distributed voice browsing
US7245716B2 (en) 2001-12-12 2007-07-17 International Business Machines Corporation Controlling hold queue position adjustment
US7167551B2 (en) * 2001-12-12 2007-01-23 International Business Machines Corporation Intermediary device based callee identification
US9088645B2 (en) * 2001-12-12 2015-07-21 International Business Machines Corporation Intermediary device initiated caller identification
US7072457B2 (en) * 2001-12-17 2006-07-04 International Business Machines Corporation Transferring a call to a backup according to call context
US7443970B2 (en) 2001-12-17 2008-10-28 International Business Machines Corporation Logging calls according to call context
US20030212558A1 (en) * 2002-05-07 2003-11-13 Matula Valentine C. Method and apparatus for distributed interactive voice processing
EP1361740A1 (fr) * 2002-05-08 2003-11-12 Sap Ag Méthode et système de traitement des informations de la parole d'un dialogue
DE10220520A1 (de) * 2002-05-08 2003-11-20 Sap Ag Verfahren zur Erkennung von Sprachinformation
EP1363271A1 (fr) 2002-05-08 2003-11-19 Sap Ag Méthode et système pour le traitement et la mémorisation du signal de parole d'un dialogue
DE10220524B4 (de) 2002-05-08 2006-08-10 Sap Ag Verfahren und System zur Verarbeitung von Sprachdaten und zur Erkennung einer Sprache
EP1424844A1 (fr) * 2002-11-26 2004-06-02 Swisscom Fixnet AG Transfert de remplacement à un opérateur dans un systeme de réponse vocale
US20050195961A1 (en) * 2004-03-04 2005-09-08 Sbc Knowledge Ventures, L.P. System, method and software for delivering targeted content to queued users
US7620159B2 (en) * 2004-05-12 2009-11-17 AT&T Intellectual I, L.P. System, method and software for transitioning between speech-enabled applications using action-object matrices
US20050283368A1 (en) * 2004-06-22 2005-12-22 Leung Kam L System and method for automated personalized alerts using interactive voice response
US7623632B2 (en) * 2004-08-26 2009-11-24 At&T Intellectual Property I, L.P. Method, system and software for implementing an automated call routing application in a speech enabled call center environment
EP1920432A4 (fr) * 2005-08-09 2011-03-16 Mobile Voice Control Llc Systeme et dispositif de communication sans fil a commande vocale
US8027457B1 (en) 2005-12-01 2011-09-27 Cordell Coy Process for automated deployment of natural language
US7599861B2 (en) 2006-03-02 2009-10-06 Convergys Customer Management Group, Inc. System and method for closed loop decisionmaking in an automated care system
US7809663B1 (en) 2006-05-22 2010-10-05 Convergys Cmg Utah, Inc. System and method for supporting the utilization of machine language
US8379830B1 (en) 2006-05-22 2013-02-19 Convergys Customer Management Delaware Llc System and method for automated customer service with contingent live interaction
US7983401B1 (en) * 2006-08-15 2011-07-19 At&T Mobility Ii Llc Customized provision of automated menu options
US20090098886A1 (en) * 2007-10-16 2009-04-16 Nokia Corporation System and method for providing presence notifications based upon watcher status
US7565293B1 (en) 2008-05-07 2009-07-21 International Business Machines Corporation Seamless hybrid computer human call service
US8533606B2 (en) * 2008-06-13 2013-09-10 At&T Intellectual Property I, L.P. System and method for personalized hold
US8369495B1 (en) * 2009-09-16 2013-02-05 Intuit Inc. Intelligent interactive voice response system
US8958532B2 (en) * 2011-11-29 2015-02-17 International Business Machines Corporation Navigating an interactive voice response system
JP6402748B2 (ja) * 2016-07-19 2018-10-10 トヨタ自動車株式会社 音声対話装置および発話制御方法

Citations (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
EP0800304A2 (fr) * 1996-04-05 1997-10-08 Lucent Technologies Inc. Entraînement on-line d'un annuaire à numérotation automatique
EP0823809A2 (fr) * 1996-08-06 1998-02-11 AT&T Corp. Service d'annuaire universel

Family Cites Families (33)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US4922519A (en) * 1986-05-07 1990-05-01 American Telephone And Telegraph Company Automated operator assistance calls with voice processing
US4800583A (en) * 1986-07-31 1989-01-24 Theis Peter F Overflow call handling system
US4757267A (en) * 1987-06-17 1988-07-12 Applied Telematics, Inc. Telephone system for connecting a customer to a supplier of goods
US4979206A (en) * 1987-07-10 1990-12-18 At&T Bell Laboratories Directory assistance systems
US5136633A (en) * 1990-01-30 1992-08-04 Visa International Service Association International authorization system
US5113430A (en) * 1990-10-01 1992-05-12 United States Advanced Network, Inc. Enhanced wide area audio response network
US5185781A (en) * 1990-10-12 1993-02-09 At&T Bell Laboratories Automation of telephone operator assistance calls
US5181237A (en) * 1990-10-12 1993-01-19 At&T Bell Laboratories Automation of telephone operator assistance calls
US5299259A (en) * 1991-09-27 1994-03-29 At&T Bell Laboratories Distributing calls over serving centers of a large customer
US5325421A (en) * 1992-08-24 1994-06-28 At&T Bell Laboratories Voice directed communications system platform
CA2105034C (fr) * 1992-10-09 1997-12-30 Biing-Hwang Juang Systeme de verification de haut-parleurs utilisant l'evaluation normalisee de cohortes
AU677393B2 (en) * 1993-07-08 1997-04-24 E-Talk Corporation Method and system for transferring calls and call-related data between a plurality of call centres
US5581553A (en) * 1993-08-18 1996-12-03 Intervoice Limited Partnership Distributed switching architecture
US5384841A (en) * 1993-10-27 1995-01-24 Rockwell International Corporation Automatic call distribution network with call overload system and method
ZA948426B (en) * 1993-12-22 1995-06-30 Qualcomm Inc Distributed voice recognition system
US5666400A (en) * 1994-07-07 1997-09-09 Bell Atlantic Network Services, Inc. Intelligent recognition
US5533100A (en) * 1994-07-29 1996-07-02 At&T Corp. Communications system call complete arrangement
US5812972A (en) * 1994-12-30 1998-09-22 Lucent Technologies Inc. Adaptive decision directed speech recognition bias equalization method and apparatus
US5805674A (en) * 1995-01-26 1998-09-08 Anderson, Jr.; Victor C. Security arrangement and method for controlling access to a protected system
US6038533A (en) 1995-07-07 2000-03-14 Lucent Technologies Inc. System and method for selecting training text
WO1997019545A1 (fr) * 1995-11-17 1997-05-29 At & T Corp. Generation automatique de vocabulaire pour numerotation vocale dans un reseau de telecommunications
US5719921A (en) * 1996-02-29 1998-02-17 Nynex Science & Technology Methods and apparatus for activating telephone services in response to speech
US5991617A (en) * 1996-03-29 1999-11-23 Authentix Network, Inc. Method for preventing cellular telephone fraud
US6076072A (en) * 1996-06-10 2000-06-13 Libman; Richard Marc Method and apparatus for preparing client communications involving financial products and services
US6246759B1 (en) * 1996-09-26 2001-06-12 Rockwell International Corporation Call overflow system and method for overflowing telephone calls between telephonic switches
US5940493A (en) * 1996-11-26 1999-08-17 Bellsouth Corporation System and method for providing directory assistance information
US5956711A (en) * 1997-01-16 1999-09-21 Walter J. Sullivan, III Database system with restricted keyword list and bi-directional keyword translation
US5946387A (en) * 1997-02-10 1999-08-31 Genesys Telecommunications Laboratories, Inc, Agent-level network call routing
GB2325112B (en) * 1997-05-06 2002-07-31 Ibm Voice processing system
US5950167A (en) * 1998-01-26 1999-09-07 Lucent Technologies Inc. Screen-less remote voice or tone-controlled computer program operations via telephone set
US6427002B2 (en) * 1998-05-07 2002-07-30 Worldcom, Inc. Advanced interactive voice response service node
US6233315B1 (en) * 1998-05-21 2001-05-15 Bell Atlantic Network Services, Inc. Methods and apparatus for increasing the utility and interoperability of peripheral devices in communications systems
US6269153B1 (en) * 1998-07-29 2001-07-31 Lucent Technologies Inc. Methods and apparatus for automatic call routing including disambiguating routing decisions

Patent Citations (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
EP0800304A2 (fr) * 1996-04-05 1997-10-08 Lucent Technologies Inc. Entraînement on-line d'un annuaire à numérotation automatique
EP0823809A2 (fr) * 1996-08-06 1998-02-11 AT&T Corp. Service d'annuaire universel

Non-Patent Citations (3)

* Cited by examiner, † Cited by third party
Title
ATTWATER D J ET AL: "ISSUES IN LARGE-VOCABULARY INTERACTIVE SPEECH SYSTEMS", BT TECHNOLOGY JOURNAL,GB,BT LABORATORIES, vol. 14, no. 1, pages 177-186, XP000554647, ISSN: 1358-3948 *
BILLI R ET AL: "Interactive voice technology at work: The CSELT experience", SPEECH COMMUNICATION,NL,ELSEVIER SCIENCE PUBLISHERS, AMSTERDAM, vol. 17, no. 3, pages 263-271, XP004001041, ISSN: 0167-6393 *
JOHNSTON D ET AL: "Current and experimental applications of speech technology for telecom services in Europe", SPEECH COMMUNICATION,NL,ELSEVIER SCIENCE PUBLISHERS, AMSTERDAM, vol. 23, no. 1-2, pages 5-16, XP004117204, ISSN: 0167-6393 *

Cited By (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO2002032090A3 (fr) * 2000-10-11 2002-11-28 Siemens Ag Procede pour gerer et etablir des services dans un systeme de transmission
WO2003013116A1 (fr) * 2001-07-25 2003-02-13 Siemens Aktiengesellschaft Repartition du traitement de fonctions relatives aux canaux telephoniques dans un reseau de telecommunication, seules les fonctions les moins utilisees etant disponibles de maniere centralisee
US7411938B2 (en) 2001-07-25 2008-08-12 Siemens Aktiengesellschaft Splitting up the handling of-voice channel-related functions in a telecommunications network, whereby only the least used functions are centrally provided
WO2003088211A1 (fr) * 2002-04-05 2003-10-23 Intel Corporation Selection dynamique et adaptative de vocabulaire et de modeles acoustiques sur la base d'un contexte d'appel pour la reconnaissance de la parole

Also Published As

Publication number Publication date
AU5485599A (en) 2000-03-06
US6614885B2 (en) 2003-09-02
US20030198321A1 (en) 2003-10-23
US20020057768A1 (en) 2002-05-16
US7012996B2 (en) 2006-03-14

Similar Documents

Publication Publication Date Title
US6614885B2 (en) System and method for operating a highly distributed interactive voice response system
US5594784A (en) Apparatus and method for transparent telephony utilizing speech-based signaling for initiating and handling calls
US8917827B2 (en) Voice-operated interface for DTMF-controlled systems
US7472068B2 (en) Methods, systems, and products for interactive voice response
US6404876B1 (en) System and method for voice activated dialing and routing under open access network control
CA2196815C (fr) Apprentissage en ligne pour systeme d'assistance annuaire automatique
US6208966B1 (en) Telephone network service for converting speech to touch-tones
US6744861B1 (en) Voice dialing methods and apparatus implemented using AIN techniques
US5509060A (en) Network-accessible intelligent telephone service
JPH09186770A (ja) 電話における自動音声認識のための方法
US20020181691A1 (en) PBX remote telephone control system
US8160209B2 (en) IVR call routing testing
US8145495B2 (en) Integrated voice navigation system and method
EP1215655A1 (fr) Système et méthode de service vocal
JPH11285039A (ja) 通信装置での直通選択機能を準備するための方法
US7092506B1 (en) Systems and methods for providing audio information to service agents
US6101240A (en) Arrangement for public safety answering points
US7831031B2 (en) Method and system for operator services automation using an operator services switch
EP1424844A1 (fr) Transfert de remplacement à un opérateur dans un systeme de réponse vocale
US20030169858A1 (en) Method for administering and setting up services in a switched system
Johnston et al. Current and experimental applications of speech technology for telecom services in Europe
US6744880B1 (en) Method for creating a telephone digital switching platform
US20030133563A1 (en) Communications and control arrangement and operating method for said arrangement
Yoshida et al. A conceptual study of a voice conversation facility in intelligent nw voice mail

Legal Events

Date Code Title Description
AK Designated states

Kind code of ref document: A1

Designated state(s): AE AL AM AT AU AZ BA BB BG BR BY CA CH CN CR CU CZ DE DK DM EE ES FI GB GD GE GH GM HR HU ID IL IN IS JP KE KG KP KR KZ LC LK LR LS LT LU LV MD MG MK MN MW MX NO NZ PL PT RO RU SD SE SG SI SK SL TJ TM TR TT UA UG UZ VN YU ZA ZW

AL Designated countries for regional patents

Kind code of ref document: A1

Designated state(s): GH GM KE LS MW SD SL SZ UG ZW AM AZ BY KG KZ MD RU TJ TM AT BE CH CY DE DK ES FI FR GB GR IE IT LU MC NL PT SE BF BJ CF CG CI CM GA GN GW ML MR NE SN TD TG

121 Ep: the epo has been informed by wipo that ep was designated in this application
DFPE Request for preliminary examination filed prior to expiration of 19th month from priority date (pct application filed before 20040101)
REG Reference to national code

Ref country code: DE

Ref legal event code: 8642

122 Ep: pct application non-entry in european phase